If you’re having some trouble signing in to your account and did not receive the two-factor authentication code, we can help!

Depending on the current 2FA method you use, you can:


I use an authenticator app but no longer have access to it

Got a new phone? No longer have access to your authenticator app?

No problem, we can help you change your 2FA method back to SMS so that you can login to your account again. You will then receive your 6-digit verification code as an SMS message.

To re-enable SMS 2FA:

  1. Open the sign in screen of the Shakepay app and enter your current login credentials

  2. When you get to the Authenticator verification screen, you can click on reset my authenticator.

  3. Follow the instructions to submit a photo of your ID and a selfie for verification.


It can take up to 2 days for the verification team to review a selfie submitted. You will receive an email once your 2FA method has been set to SMS!

If you run into any issues, please reach out to our customer support team and they will be happy to help!


Having issues receiving your 2FA code because you changed your phone number?

No problem! We can help you update the phone number on your account so that you are able to receive your 6-digit verification code. You will then receive your 2FA code as an SMS message sent to the new number.

To update the phone number on your account:

  1. Open the sign in screen of the Shakepay app and enter your current login credentials
    (even if the phone number or email associated with your account needs to be updated)

  2. When you get to the Authenticator verification screen, you can click on reset my phone number.

  3. Enter the phone number you would like to have listed on your account

  4. Submit a selfie and a photo of your ID to authorize Shakepay to update account info

    It can take up to 2 days for the verification team to review a selfie submitted. You will receive an email once the phone number on your account has been updated.!

    If you run into any issues, please reach out to our customer support team and they will be happy to help!


    Note: We only accept valid Canadian mobile phone numbers and we are unable to support VoIP numbers. In addition, you won’t be able to send money out from your account for 24 hours after disabling your two-factor authentication app.


Have a new number, and you are still able to login?

If you have a new number and can login, you can update the phone number online! If you can't get that updated, please reach out to our support team.



Related articles:
How can I update my mobile number?

I forgot my password

How to enable 2FA with an Authenticator app

How do I login with 2FA?

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